Terms and conditions

All purchases for digital downloads made on activemuse.net are non-refundable or exchangeable. Due to the intangibility of the product (digital download), no requests for refunds are accepted. For questions, please contact us.

Physical Products

We cannot exchange or refund any physical products due to hygiene reasons. All purchases are final.

Faulty Products

We do offer exchanges and refunds where the products are faulty (other than where the fault is caused by the Customer).

Should you receive a product that is defective or has a fault, we will happily look into offering a resolution. Please contact us within 30 days of receiving the product with the following information:  

  • A full description of the fault
  • Photographic evidence attached 

Please note that we have the right to assess the age and condition of the faulty item. Unless the item is deemed a genuine manufacturers fault, exchanges and refunds will not be provided.

If your claim is justified, you will be offered an exchange. In the event that you receive a faulty item, and we are unable to exchange that item for you we will refund you. Refunds will be processed via your original payment method. Please allow 3-10 working days for your refund to appear in your account.

Returns from the postal service

If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded, and you will need to create another order again. You will not be refunded for the postage as we have incurred the cost sending you the order.

If your item is not received

If the shipping time has expired and customer support cannot find a solution to fulfil your order, we will offer you a replacement order to send you the goods again.

Returns by customer

Any returned parcels sent by the customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded.

For questions, please contact us.

*If you input the incorrect address at checkout, we cannot be held accountable if the order goes missing. We are not liable to refund/replace this order.